The questions most CX events aren't asking
The CX Vision 2035 agenda is designed to move beyond short-term CX trends and focus on the structural shifts shaping the next decade.
Key Themes
The Future Customer
How behaviour, expectations and trust evolve — including AI agents acting on behalf of customers
The Intelligence Layer
What AI is changing today — and what comes next, including automation and quantum potential
Experience Without Channels
Why journeys and touchpoints are breaking down — and what replaces them
Beyond the Screen
How automation is reshaping service in the physical world through robotics and physical experience
Global CX, Local Reality
What CX excellence looks like across different regions
The CX Organisation of 2035
How leadership, skills and operating models must evolve
Every session is grounded in real-world experience and built to push thinking forward.
The question is no longer how to optimise CX. It's how to redesign it for 2035.